Hi

In 1980 I became a teenager. I believe that makes me an 80’s child. It was the best decade by far. I saw more bands, dated more girls and chalked up more firsts during those magical years than any decade before or since. 

The music was marvellous, the movies were magical and the fashion… horrendous.

And just as I declare the 80s was best, there are equal numbers who would fight for the 60s, 70s and 90s. But not the noughties, nothing happened in the noughties! 

If you’re 34, that’s called a joke. If you were born in the noughties, a joke is where we used to be allowed to laugh at each other 😁.

Each generation is different, has different values and likes to be seen differently. Chapter 7 of See, Smile, Say Hello is called The Generation Game and it explores the generations of our time and focuses on some key areas that influence them - including customer service.
 

Here's a sample.

Baby Boomers (born approx. 1946 - 1964) aka my Mum.

This generation experienced post-WWII economic growth and cultural shifts. They’re often seen as hardworking and driven by stability and success. Boomers value traditional financial stability, focusing on savings, pensions and homeownership. 

Though less likely to adopt digital tools, Boomers do expect high-quality, consistent service and tend to be loyal to brands that deliver this.

Customer service for Boomers is about reliability and personal attention – they value being treated with respect and prefer face-to-face interactions.

Generation X (born approx. 1965 - 1980) aka me!

Known for their independence and adaptability, they grew up during the rise of personal computers and the beginning of digital communication.

Gen X are shaped by economic instability and values financial independence. They often juggle mortgages, childcare and caring for elderly parents (the sandwich generation), making saving a challenge. Debt, particularly in the form of mortgages and credit cards, is a significant factor, but they’re pragmatic about paying it off.

In terms of customer service, Gen X appreciates efficiency and expertise – they prefer direct, no-nonsense solutions and dislike being kept waiting.

Millennials (born approx. 1981-1996) – my kids!

Millennials expect instant, seamless customer service, often through digital platforms. They value transparency, authenticity and quick resolutions, preferring businesses that align with their ethical views.

In See, Smile, Say Hello I go deeper and also cover:

Generation Z (1997-2012) aka my neighbour's kids

Generation Alpha (2013-present) aka my granddaughters 

Which generation are you? Consider how you felt when you read the movie, TV show, food or game. 

That feeling is why Seeing and appreciating differences in generations should be part of every customer interaction. 
 

👆🏻This is the Generation Game chapter, if you squint really hard you can read it. Or you could pre-order the real thing and I'll send you 5 chapters to get started. 

Get a wiggle on.
There are only a couple of days left to pre-order See, Smile, Say Hello and benefit from the mega discounts I’ve created to make you think – YES! I need this book in my life. 

You can find out more and order here. 

I've also created some brilliant bundles designed for organisations you can see them here. 

Michael Heppell